Service Desk Engineer, Technology

A Career with point72’s Technology team As Point72 reimagines the future of investing, our Technology team is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts experimenting, discovering new ways to harness the power of open-source solutions, and embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our products while satisfying your own intellectual curiosity. What you’ll do • Provide high‑quality technical support via phone, chat, email, and self‑service channels while delivering white‑glove service to global employees. • Diagnose and resolve incidents across end‑user technologies (Windows/Mac), Microsoft 365, collaboration tools, financial/trading apps, mobile devices, and enterprise applications. • Troubleshoot identity, networking, and endpoint issues including Active Directory, VPN, device configuration, endpoint management, and mobile device management. • Deliver first‑contact resolution whenever possible while logging, categorizing, prioritizing, and managing tickets in the ITSM platform according to SLAs. • Escalate complex issues with clear technical documentation, diagnostic details, and handoff notes to downstream support teams. • Create, improve, and maintain knowledge base content, capturing troubleshooting steps, solutions, and best practices. • Participate in structured shift handovers and support follow‑the‑sun operational coverage. • Identify opportunities for automation, self‑service enhancements, process improvements, and overall service optimization. • Communicate clearly and professionally with users, manage expectations, provide timely updates, and maintain composure under pressure. • Support operational excellence by contributing to continuous improvement initiatives and maintaining strong documentation discipline. What’s REQUIRED • Bachelor’s degree in computer science or related discipline, or equivalent practical experience. • 3+ years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support, including remote support in high‑volume environments. • Strong knowledge of Windows, Microsoft 365, Active Directory, and core troubleshooting across networking, endpoints, and mobile devices. • Experience supporting enterprise ITSM platforms (ServiceNow, Jira), ITIL‑aligned operations, and knowledge management practices. • Excellent verbal and written communication skills with the ability to prioritize work, meet SLAs, and manage multiple incidents simultaneously. • Professionalism, composure, and adaptability in fast‑paced environments with global user populations. • Experience supporting financial services environments, including exposure to trading or market‑data platforms (e.g., Bloomberg). • Flexibility to work in a 24x7 rotational shift model and willingness to operate in‑office five days per week. • Strong analytical troubleshooting and root‑cause identification skills with high attention to detail and documentation quality. • Relevant certifications such as HDI-SCA, CompTIA A+, ITIL Foundation (or willingness to obtain). • Commitment to the highest ethical standards. We take care of our people We invest in our people, their careers, their health, and their well-being. When you work here, we provide: • Health care benefits • Maternity, Adoption & related leave policies • Generous paternity and family care leave policies • Employee Assistance Program & Mental wellness programs • Transportation support • Tuition assistance About point72 Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building on more than 30 years of investing experience, Point72 seeks to de